#2: What is it we do? - if you're thinking about doing it or not, does it fit in your mission? - 1876 Samuel Greene quote on what librarians do - doesn't mention a desk, or having to be there with a patron

#3: What do we call what we do? - TAIGA Forum 2006 - library directors - "Within the next 5 years..." - end of reference - library role is to project specialized services into research and learning workflows - Steve: they seem unable to conceive of "reference" beyond the desk

If you were building a new library, would you have a ref desk? If not, why do you have one now?

What is the future of providing support to students and faculty doing research? Bright.

Finally able to do quality control - virtual ref staff previously worked in a vacuum

Both academic and public library patrons

AskAway

QuestionPoint introduced Qwidget one month ago - availability indicator, can re-direct to email for off-hours, or link to other live coverage when you aren't available

Starts anonymous; can enter email address; can still get a transcript if they don't share email with staff

[Live demo - email icon is small and not really obvious, but otherwise looks good!]

NWTC using on homepage, and integrated into LibGuides

I was able to get it into a MySpace page, and a regular Facebook profile (not a Facebook Page)

Would hate to think that librarians wouldn't do something because they were afraid of being inundated by reference questions

Could take a while if we ever need changes made to the software; QP is huge consortium with variety of opinions (ex: co-browsing - librarian can take over patron's desktop - Mark: this is dead; others insist they need it)

Steve: VR vendors should have talked to users, not librarians - too many features, it became unstable

Audience: I tried using public library chat, and Michigan person answered - I needed local knowledge, was referred to email

Mark: Garbage In, Garbage Out - need to make sure you put as much information as possible on your own website, so distant librarians can help. Signs in doors when closed - "here's how to get help online"

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